Refund policy

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I have updated the legal entity to Scale Story SDN BHD and included your specific contact information as requested.

Refund & Return Policy

Last Updated: January 25, 2026

Scale Story SDN BHD (Registration No: 202201000452) owns and operates www.scalestory.my. This policy applies to all purchases of LingJi 鳞记鱼鳞冻 and associated products made via our official webstore.

 

1. 14-Day Return Window

We offer a 14-day return policy. You have 14 calendar days after receiving your item to request a return or refund. Requests made after this period will not be eligible for processing.

 

2. Eligibility Criteria

To qualify for a return, the item must be in the same condition as received:

  • Unopened, unused, and with all original safety seals intact.

  • In the original packaging.

  • Accompanied by the original receipt or proof of purchase.

3. Non-Returnable Items

Due to the perishable and consumable nature of our products (Food & Health Supplements), we cannot accept returns for:

  • Opened or partially consumed bottles.

  • Items damaged due to improper storage (e.g., exposure to heat) after delivery.

4. Damaged or Defective Goods

We take quality seriously. If your order arrives with a defect (e.g., leakage, off-smell, or broken safety seal), please contact us at support@scalestory.my within 3 days of delivery.

  • Required: Photos or videos clearly showing the unopened bottle and the specific defect.

  • Resolution: We will provide a 1-to-1 replacement or a full refund for the defective unit.

5. Return Shipping Costs

  • Defective Items: Scale Story SDN BHD will provide a prepaid return label or cover the shipping costs.

  • Change of Mind: The customer is responsible for all return shipping fees. Note that weight-based shipping rates for East Malaysia range from RM45 to RM150.

     

6. How to Initiate a Return

Email support@scalestory.my with your Order Number and the reason for the return. Do not ship items back until you receive a Return Merchandise Authorization (RMA) from our team.

7. Inspection Process

Once your return is received at our facility in Juru, Penang, it will undergo a quality inspection. This process takes up to 7 working days. We reserve the right to deny a refund if the item shows signs of tampering or has been opened.

8. Refund Timeline

If approved, your refund will be processed to your original payment method within 7 to 10 business days. Please note that your bank may require additional time to reflect the credit on your statement.

9. Order Cancellations

You may cancel your order for a full refund only if it has not been processed for dispatch. Once a tracking number is generated, the standard return process applies.

10. Statutory Rights

This policy does not affect your statutory rights under the Malaysian Consumer Protection Act 1999.

Contact Information

 

Scale Story SDN BHD Address: No. 19, Lorong Industri Ringan 4, Kawasan Industri Ringan, Juru, Simpang Ampat, 14100 Pulau Pinang, Malaysia. Email: support@scalestory.my Phone: +60124796803